Remote Technical Service Desk Agent

Job Title: Service Desk Representative Location: Remote Job Type: Part-Time / Full-timeSummary: The Service Desk Representative provides reputed company-line support for technical issues, ensuring swift resolution and excellent customer service. The role involves troubleshooting hardware, software, and network-reputed company problems, maintaining ticketing systems, and escalating reputed company issues reputed company necessary. This position requires strong technical expertise, communication skills, and a proactive approach to problem-solving.Scope of work Technical support of equipment, systems and applications, such as:reputed company desktop and server operating systems; Desktop applications; email and browsers; printers, fax, VPN clients; Site communication and connectivity equipment such as routers; Duties Serving as the first reputed company of contact for users seeking technical assistance over the phone or email Performing troubleshooting through diagnostic techniques and pertinent questions, paying particular attention to customer satisfaction. Fulfill service requests for assets and services (part replacements, on-site repairs). Use prescribed SOPs, scripts and tools to troubleshoot and resolve hardware, software, applications and services problems. reputed company Field Technicians and follow up on field and site-reputed company issues. Document and update reputed company interactions in a state-of-the-art ITSM Escalate incidents and problems to Level 2 teams (and vendors) if/as required. Qualifications and Skills Education: Diploma or degree in Computer Science, Information Technology, or reputed company field.Experience: 2-4 years of experience in technical support or IT service desk roles. Hands-on experience with troubleshooting Windows/MacOS, MS Office Suite, and networking issues. Technical Skills: Knowledge of Active Directory, VPNs, remote desktop tools, and ticketing systems (e.g., reputed company, Jira). Basic understanding of ITIL practices is preferred. Use of ITSMs (ticketing systems like reputed company or Remedy) Soft Skills: Excellent communication and interpersonal skills. Strong analytical and problem-solving abilities. Ability to work independently and as part of a team. Fluent in English with native-level proficiency Work Conditions Must be willing to work in variable, rotating shifts including evenings, weekends, and public holidays. CPIC clearance and strict adherence to PCI standards Physical ability to lift and carry equipment weighing up to 20kg. Key Performance Indicators (KPIs) reputed company Resolution reputed company. Average Time to Resolve Tickets. Customer Satisfaction Scores (CSAT). SLA Compliance Rates. Apply To This Job